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Bookings Team Lead

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KIMS Hospital

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Location:
United Kingdom , Maidstone

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Category:
-

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Contract Type:
Employment contract

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Salary:

30000.00 - 32000.00 GBP / Year

Job Description:

We are looking for an experienced and motivated Bookings Team Lead to effectively manage our busy Bookings Team, delivering a high-quality, patient-centred administration service for both Inpatient and Outpatient pathways. You will be a visible role model for excellent customer service, ensuring that patient experience remains at the heart of everything we do. This role will suit a proactive leader who enjoys improving processes, developing teams, and working collaboratively across departments in a fast-paced environment.

Job Responsibility:

  • Lead and support the Bookings Team to deliver an excellent patient experience
  • Ensure timely management of bookings, referrals and email communications in line with KPIs
  • Monitor call volumes and staffing levels to meet business needs and service standards
  • Support business growth by overseeing waitlists and patient pathways
  • Develop and improve processes and SOPs, making best use of IT systems
  • Act as first point of escalation for service issues and patient concerns
  • Build strong relationships with consultants, GPs and medical secretaries
  • Set and monitor departmental KPIs with the Head of Customer Services
  • Create and maintain audit frameworks for key processes
  • Lead regular 1:1s, appraisals and team meetings
  • Ensure robust induction and ongoing training of team members
  • Support service delivery across sites and occasional evening/weekend working as required

Requirements:

  • Previous experience managing a team within an administrative or customer service setting
  • Understanding of quality management systems and customer care
  • Excellent organisational and time-management abilities
  • Ability to work under pressure and to deadlines
  • IT literate with good working knowledge of relevant systems

Nice to have:

Educated to A-Level or NVQ Level 3 in Customer Service (or equivalent)

What we offer:
  • Competitive Salary
  • 33 Days annual leave plus extra time off for your birthday
  • Free secure staff parking
  • Pension scheme
  • Private health insurance
  • Life assurance
  • Up to 40% off some of KIMS services
  • Employee Assistance Platform
  • Retail discounts and cashback
  • Discounted gym membership
  • Annual flu vaccination
  • Free eye test

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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